I purchased 3 different pairs of Steve Madden shoes over a 2 month period this spring. One pair that I really liked were a low-top boot style slip-on. After wearing these maybe 10 times, the elastic band that holds the tongue to the side pulled loose making the shoe unwearable. Being a busy businessman I decided to contact Steve Madden Shoes through their website www.stevemaddendirect.com to process an exchange or replacement for a new pair since the store did not have this model in stock any longer. I emailed Steve Madden through their customer service tab on the website and explained what the problem was with the shoe and that I had my original receipt. They emailed me back saying that the workmanship guarantee was void after ONLY 60 DAYS on all of their shoes and that there would be no help for me!
Here is the reply I received:
"Hello and thank you for contacting us!
We are very sorry to hear about your shoes. We would like to inform you the Steve Madden guarantees against manufacturer's defect within 60 days from purchase... Please note that we can only help you if it hasn't been more that 60 days since your purchase."
Once again we sincerely apologize for any inconvenience this may have caused you.
If we can be of any further assistance, please feel free to contact us.
Have a nice day!
Sincerely,
Cynthia
100% Customer Satisfaction Team Member
Phone 1-888-SMADDEN
Email: [email protected]"
These are EXPENSIVE shoes, so I replied to that message from customer service at stevemaddendirect.com and expressed my dissatisfaction with such a short guarantee.
Here is the reply from that second contact:
"Thank you for writing back.
We do apologize for the inconvenience caused by our guarantee, unfortunately our policy is very strict regarding this and we cannot accept a return for an item over the 60 days that Cynthia mentioned. Please do not hesitate to contact us back if we can be of additional assistance.
Thank you very much for your understanding and have a great weekend!
Sincerely,
Ed
100% Customer Satisfaction Team Member
Phone 1-888-SMADDEN
Email: [email protected]
www.stevemadden.com "
I cannot get over the fact that a retailer selling such expensive consumer products is not willing to back up their products for any more than 60 days! I am investigation other shoe manufacturer's to see what their guarantee is as well.
What a rip-off!!!
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